It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’...
Read More >>>Category Archives: Research/Statistics
Contact Centers in a Connected World – Celebrating the Past 30 Years
Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
Read More >>>We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent”...
Read More >>>Get It Right with Mobile Apps
Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for...
Read More >>>60 Million Hours?
According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?
Read More >>>Implementing Video Chat?
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the...
Read More >>>Be Careful When Interpreting Benchmarks
Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...
Read More >>>How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...
Read More >>>FinancesOnline’s List of “Top Countries with the Best Customer Service”
FinancesOnline recently released an infographic that provides a list of “top countries with the best...
Read More >>>Emotion as a Key Driver in Customer Loyalty
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
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